David Stanton (Cork East, Fine Gael)
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Question 134: To ask the Minister for Social and Family Affairs his progress in ensuring timely, accurate and efficient systems of decision, appeal and redress for social welfare entitlements as contained in his Department's Statement of Strategy; the targets he has set for his Department in relation to same; if these targets are being met; and if he will make a statement on the matter. [17796/06]

Séamus Brennan (Dublin South, Fianna Fail)
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My Department is committed to delivering a high quality customer service to all its customers. This includes ensuring that applications are processed and that decisions on entitlement are issued as expeditiously as possible having regard to the eligibility conditions that apply. These conditions vary from scheme to scheme and may include establishment of a customer's social insurance record, the provision of medical evidence, verification of identity, satisfying residency conditions and an assessment of means where appropriate.

In 2005 decisions were given in respect of some 2 million new or repeat claims. Revised decisions were also given in respect of ongoing claims where the person's circumstances had changed. In addition some 14,000 appeals are dealt with by the Social Welfare Appeals Office on an annual basis.

My Department has adopted challenging performance targets in relation to claim processing and these are set out in its customer action plan. The actual standard achieved is measured by calculating the elapsed time from the date the claim is made until the date of decision. No account is taken of the many factors outside my department's control which impinge on the time it takes to make a decision e.g. the supply of relevant information by the customer, employers, other third parties or the provision of medical reports. Each month my department reports on actual performance against the relevant targets. The report for the month of March, a copy of which I will make available to the deputy, shows that the relevant targets were met or exceeded in 14 out of 27 areas during the month and it also shows an improvement over 2005 for most areas.

These performance reports measure new claims and do not reflect the significant work involved in maintaining existing claims such as effecting changes to addresses, bank account details or family composition.

In the past few years my department has coped with increasing demands arising from significant changes to the social welfare code and in the numbers of persons accessing the system. While these factors have impinged on the ability to achieve the targets set, continuous efforts are made to improve the turnaround times for deciding claims.

Against a background of increased workloads and scheme complexities, my department undertook a number of initiatives designed to improve customer service. The most significant of these is its service delivery modernisation (SDM) project which is currently being put in place for retirement and contributory old age pension schemes. The project involves radical business, organisational and IT changes to the way these pension schemes are administered. A number of manual procedures and calculations will be automated thus improving timeliness, accuracy and efficiency. The IT system will also have the facility to automatically generate and issue communications to the customer thus providing an improved level of information. Business procedures are being revised and the organisation of work is being restructured to maximise the benefits of the new IT System.

My Department is also developing enhanced management reporting systems as part of its Management Information Framework project. These reporting systems will provide detailed management information that will facilitate improved resource allocation and thus a better response to customer needs.

Apart from these developments, there is continued emphasis on providing staff with the necessary training and development so as to ensure they have the required knowledge and skills to carry out their work. Deciding officers are supported by the department's Decisions Advisory Office which issues regular briefings and advice to staff.

As a matter of course all claimants are advised of their right to an appeal or a review if they are unhappy with the decision on their claim. A claimant may seek a review by the deciding officer, if any new fact or evidence becomes available. The Deciding officer can give a revised decision without the claimant having to formally appeal against the decision. The claimant retains the right to an appeal if he or she is not satisfied with the revised decision.

I am conscious of the need to provide a quality service to our customers and, with my officials, I am working towards ensuring that my Department continues to deliver a first class service.